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ITIL^® & ITSM Qualifications

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Available ITIL Qualifications

ITIL (Information Technology Infrastructure Library®) is supported by a comprehensive certification scheme for professionals. There are currently 4 levels of ITIL qualification: Foundation, Intermediate, Expert and Master. On this page we will look at each level of qualification, who it is suitable for and provide study aids, books and training courses for you to attend to help you pass your ITIL exams. Read more about the full range of ITIL Classroom Training here.

Important information about the ITIL Exams

Because of the ITIL 2011 updates, the syllabus documents, including the book references, have been updated and aligned for the ITIL exams. Because of the August release of ITIL 2011 and the effective date of the new exams in January 2012, a transition period has been established.

Between 8 August 2011 and January 1 2012 a set of hybrid exams are in operation. Therefore, there are exams matched to the courses developed for the 2007 edition of the relevant syllabus, and the courses developed against the new 2011 edition of the syllabus.

On January 1 a new set of exams will come into existence. These exams will be fully aligned with the 2011 version of the syllabus documents and will reference material only from ITIL 2011.

ITIL Certification Scheme

In 2009 the APMG the accreditor of the ITIL certification scheme launched a complimentary qualification scheme to the core ITIL qualifications. The aim of these is to allow candidates to develop a specialism within ITIL and service management. Find out more about ITIL Complementary Qualification Scheme.

Interactive Diagram of ITILv3 Certification Scheme

This interactive diagram links directly to the official study material for each component of the certification scheme.







			Managing Across the Lifecycle

As of June 2007 the APM Group became official accreditor for the ITIL exams, offering and administering the ITIL exams through Examination Institutes, such as ISEB, EXIN and CSME.

ITILv3 Foundation Certificate

Who is this course for, and what does it cover?

The ITIL Foundation certificate is the introductory qualification for IT service management according to ITIL. The Foundation syllabus covers the terminology, processes and concepts of ITIL, giving those who attend a Foundation course a good grounding in the ITIL principles.

The ITILv3 Foundation exam is a closed book, 60-minute, multiple choice, 40-question exam. In order to pass the exam you must score 65% or more (26/40). It can be taken online or through an examination centre. Examination centres are located worldwide, and you can purchase a voucher online, which can be redeemed online to book your exam. This certification provides 2 credits toward your ITIL Expert certification.

ITILv3 Foundation Study Guides and Aids

There are a number of study guides and textbooks available for those taking the ITILv3 Foundation exam. We recommend the following:

ITIL V3 Foundation Handbook - 'Little ITIL' - Endorsed by itSMF and the TSO this key study guide covers all the content of the ITIL Foundation syllabus and acts as a quick management-level reference tool. An essential purchase!
Passing Your ITIL Foundation Exam - Officially accredited by the APM Group, this official study guide provides a mock exam with answers, allowing students to practice prior to taking the exam for real.
Foundations of ITIL v3 - This ITIL classic is used by thousands of delegates each year to support their ITIL Foundation studies.
IT Service Management Foundation Practice Questions: For ITIL V3 Foundation Exam Candidates - Ensure you are ready for the ITIL Foundation exam with these set of exam questions, published by the British Computer Society (BCS)
ITIL Foundation Exam Starter Kit - This kit contains many ITIL study and exam aids including Foundations of IT Service Management based on ITIL V3, Passing You ITIL Foundation Exam, Second Edition and much more.

ITILv3 Foundation Classroom & Distance Learning:

We offer classroom based ITIL Foundation courses throughout the year at locations all across the UK. You can find a complete listing of all our ITIL Foundation Classroom Courses here

However for some it can be difficult to find the time to take a classroom course due to personal and work commitments. This is when using a distanced learning or eLearning course becomes a pragmatic and cost-effective solution.

ITIL Foundation Computer Based Training Course (CD ROM - Excludes Exam) - Ideal for those who want to study at their own pace, includes the ITILv3 Process Model.
ITIL Foundation Computer Based Training Course (CD ROM - Includes Exam) - Ideal for those studying at their own pace, includes the ITIL Foundation exam fee and the ITILv3 Process Model
ITILv3 Foundation Computer Based Training Course (Web Based 6 Months Access, Excluding Exam) - Multimedia course allowing 6 months online access.
ITILv3 Foundation Bridge Online Course (6 Months Online Access, Includes Exam) - This online course enables ITIL v2 certified students to upgrade to version 3.

ITILv3 Intermediate Certificates

Who is this course for, and what does it cover?

The Intermediate qualifications assess an individuals ability to assess and apply the concepts of ITIL. The qualifications are organised around two streams, which are:

Lifecycle stream – this is organised around the five core ITIL publications in the ITIL Lifecycle Publication Suite. It allows individuals to gain knowledge within the ITIL
Service Lifecycle - By completing a Lifecycle stream course you gain 3 credits toward the ITIL Expert certification.

The five qualifications that make up the Lifecycle stream are:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Capability stream – the Capability stream is built around four practitioner-based clusters. Each of which allows individuals to gain knowledge around specific processes and roles. Upon completing the relevant Capability stream course, you will receive 4 credits toward your ITIL Expert certification.

The Capability qualifications are:

Planning, Protection and Optimisation
Service Offerings and Agreements
Release, Control and Validation
Operational Support and Analysis

Qualifications from each stream count toward your ITIL Expert certification (you can take courses from either, or both, streams).

Upon amassing 17 credits toward the ITIL Expert qualification, it is necessary to progress on and take the mandatory Managing Across the Lifecycle course and pass the corresponding exam. This is in order to gain the final points needed for the ITIL Expert certification.

The ITILv3 Intermediate exams are 90-minute, multiple choice, 8-question exams. The exam are closed-book. In order to pass any of the exams you must score 70% or more (28/40).

ITILv3 Intermediate Study Guides and Aids

The key guides for Intermediate studies for the Lifecycle stream qualifications are the books in the ITIL Lifecycle Publication Suite. Each of the five core books, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement, are the recommended study materials for the corresponding Lifecycle stream qualification of the same name.

The TSO have published a series of pocketbooks to aid individuals with their ITILv3 Capability stream studies:

One study guide that should be essential reading for anyone taking either a Lifecycle or Capability stream course is Passing Your ITIL Intermediate Exams (available as softcover and PDF. This title covers the key competencies that you’ll need to comprehend in each of the exams. It also offers advice and guidance on how to prepare in the correct manner and a quick re-cap of information learnt on the Foundation exam.

If you would to prefer to procure a cost-effective and comprehensive set of books for your Foundation to Intermediate studies, we offer our ITIL Complete Certification Kit. This includes many of the essential books you’ll need to gain at least up to Intermediate-level certification.

Further guidance on which are the right books for your ITIL Capability stream studies is provided in the table below.

Course / Qualification	Minimum recommended to be supplied with the training course	Additional Recommended Reading	Additional Reference / Pocket Guides
Service Offerings and Agreements (SOA)	ITIL Service Strategy ITIL Service Design	Passing your ITIL Intermediate Exams	Key Element Guide Service Strategy Key Element Guide Service Design
Release, Control and Validation (RCV)	ITIL Service Transition ITIL Service Operation	Passing your ITIL Intermediate Exams	Release, Control and Validation ITIL V3 Intermediate Capability Handbook
Operational Support and Analysis (OSA)	ITIL Service Operation ITIL Continual Service Improvement	Passing your ITIL Intermediate Exams	Operational Support and Analysis ITIL V3 Intermediate Capability Handbook
Planning, Protection and Optimization (PPO)	ITIL Service Design	Passing your ITIL Intermediate Exams	Key Element Guide Service Design

ITILv3 Intermediate Distance and eLearning:

IT Governance has assembled a range of accredited eLearning courses for the Intermediate exams. Each of these courses is delivered online and you are able to access each course for a period of 90 days. The courses are available from the IT Governance online store:

Lifecycle Stream Courses:

ITILv3 Certification Service Lifecycle - Service Strategy Online Training (90-Day Online Access)
ITILv3 Certification Service Lifecycle - Service Design Online Training (90-Day Online Access)
ITILv3 Certification Service Lifecycle - Service Transition Online Training (90-Day Online Access)
ITILv3 Certification Service Lifecycle - Service Operation Online Training (90-Day Online Access)
ITILv3 Certification Service Liefecycle - Continual Service Imprv Online Training (90-Day Online Access)

Capability Stream Courses:

ITILv3 Certification Service Capability - Release, Control & Validation. Online Training (90-Day Online Access)
ITILv3 Certification Service Capability – Operational Support & Analysis. Online Training (90-Day Online Access)
ITILv3 Certification Service Capability - Service Offerings. & Agreements. Online Training (90-Day Online Access)
ITILv3 Certification Service Capability – Planning, Protection & Optimisation. Online Training (90-Day Online Access)

ITIL Expert Certificate

The ITIL Expert certificate is automatically awarded to those who have achieved a total of 22 credits. The 22 credits have to include credits from the mandatory Foundation and Managing Across the Lifecycle units, the other credits coming from a variety of other Intermediate units prior to study for the Managing Across the Lifecycle exam. Gaining the ITIL Expert certification demonstrates an individual’s superior knowledge of the ITILv3 Service Lifecycle in its entirety.

For those looking for a flexible way to gain their ITIL Expert certification, having not attained the necessary credits from the Managing Across the Lifecycle course, you can now purchase a 90-day online subscription from the IT Governance online store for a Managing Across the Lifecycle eLearning course. You can also pay for your Managing Across the Lifecycle exam online.

The ITILv3 Managing Across the Lifecycle exam is a 90-minute, multiple choice, scenario-based, 8-question exam. The exam is closed-book. In order to pass the exam you must score 70% or more (28/40).

ITIL Master Certificate

The ITIL Master Qualification Certificate is currently undergoing a closed pilot and is expected to be made publically available at the end of 2011. The Master Qualification is aimed at service management practitioners and consultants who are highly experienced at implementing, managing and improving IT Service Management.

To be eligible for the Master certificate you must already possess an Expert certificate. The Master certificate will require candidates to explain and justify how they selected and applied a range of principles, knowledge, methods and techniques from ITIL, and other supporting management techniques, to accomplish business goals in multiple practical assignments.

We will keep this page updated with news about the Master Certificate.

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ITIL & ITSM Qualifications